Managing Customer Relationships

There are no doubts that change processes in business networks have been of growing interest by both academicians and managers. Notwithstanding the consolidated body of literature and the richness of perspectives through which the phenomenon has been analysed, there is no agreement on how and why change occurs in business networks. The impression is that the attention has been more on the search for external or internal change drivers, rather than on the change processes. This study provides evidences of the interactive nature of change as actors perceptions and interpretations of both problems and solutions modify in time. It also sheds some light on the role of actors explanations of changes rather than the drivers which are supposed to cause them.